Deskripsi Pekerjaan
Are you an experienced BPO leader with a passion for home electronics and technical support? Asia Teleservices, Inc. is looking for a dynamic Team Leader to join our growing team in Ortigas. In this role, you will be the driving force behind a high-performing group of customer support agents, ensuring that our technical support standards remain world-class.
As a Team Leader for our Home Electronics account, you won't just manage KPIs; you will act as a coach, a mentor, and a problem-solver. You will thrive in a fast-paced environment where your ability to inspire others, analyze performance trends, and foster a positive, growth-oriented culture will directly impact our success. If you are ready to take your leadership career to the next level with a stable, reputable firm, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and motivate a team of technical support agents to achieve and exceed operational KPIs.
- Conduct regular coaching sessions and side-by-side evaluations to improve agent performance and call quality.
- Monitor real-time call center metrics (AHT, CSAT, FCR) and implement action plans for continuous improvement.
- Manage employee attendance, scheduling, and performance appraisals with precision and professionalism.
- Serve as the point of escalation for complex technical issues, ensuring swift and satisfactory customer resolutions.
- Foster a culture of collaboration, transparency, and high morale within the team.
- Prepare and present performance reports to Operations Management regarding team trends and potential process improvements.
Kualifikasi
- Proven experience as a Team Leader or Supervisor in a BPO environment, preferably within a Technical Support or Electronics account.
- Strong background in performance management, including coaching, training, and development.
- Excellent analytical skills with the ability to interpret data and translate it into actionable business insights.
- Exceptional verbal and written communication skills in English.
- Willingness to work on a Dayshift schedule in Ortigas, Metro Manila.
- Demonstrated ability to handle pressure and meet deadlines in a fast-paced environment.
- Proficiency in CRM tools and workforce management software.